Customer Success Manager - Remote US

Job Purpose

The eGroup CX practice is of high strategic importance to our organization, and the CSM role is an integral part of this strategy. Our CSM resources leverage our “five A’s” strategy in every interaction, driving exceptional satisfaction at all stages of the customer journey. This role demands not only outstanding collaboration with client teams spanning diverse industries and organizational scales, but also seamless integration and partnership with all internal departments across eGroup Enabling Technologies.

Job Duties And Responsibilities

• Develop journey maps and outcome goals tracking for assigned client engagements.
• Act as the “CX Membrane” for assigned clients, collaborating with other departments to determine best approaches for engagement.
• Work closely across a variety of eGroup departments to deliver exceptional client experiences.
• Provide CSM services for both professional services projects and managed services engagements.
• Monitor customer satisfaction through regular measurement and reporting and implement targeted strategies to address areas requiring improvement.
• Cultivate robust client relationships to uncover further business opportunities with assigned accounts.
• Meet objectives for customer retention by minimizing churn and expanding client relationships through additional products and services.
• Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, and other key metrics.
• Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup.
• Contribute directly to continuous improvement of our CX practice.

Required Qualifications

• The ideal CSM candidate will demonstrate outstanding abilities as a relationship manager and mediator, possessing advanced skills in resolving complex issues to achieve mutually beneficial outcomes for both clients and eGroup Enabling Technologies.
• Education: Bachelor’s degree in Business, Communications, or Marketing with notable experience in a technical capacity or technical degree (Information Technology, Computer Science, etc.) with relevant experience in customer relationship management. Equivalent combination of experience and/or education as substitute for a formal degree.
• Experience: 2+ years in a direct customer facing, customer success role. 2+ years experience with an IT consulting organization. Experience in creating and implementing successful CX programs. Experience in developing organizational strategies leveraging IT investments. Experience in developing internal success programs.
• Knowledge, Skills And Abilities: Knowledge of CX best practices and methodologies. Knowledge of the IT industry, including current and relevant trends and topics. Extremely high level of trustworthiness and integrity in dealing with both internal and external clients. High levels of passion, energy, and client empathy. Exceptional planning and organizational skills. High degree of foresight and anticipation when working with clients. Creative and visionary approach to CX methodologies and delivery. Skilled interpersonal communicator, adept in mediating complex and often difficult conversations between end customers and disparate internal departments. Passion for betterment of the organization through creation and implementation of internal CX strategies.